Summary
Overview
Work History
Education
Skills
Interests
Awards
Timeline
Generic

RACHEL MURIITHI

Customer Service & Operations Specialist
Nairobi,Nairobi

Summary

Banker | Customer Service Professional Versatile and results-oriented Banking Specialist with over 14 years of progressive experience in operations, relationship management, and customer service. Skilled at optimizing operational workflows, ensuring compliance, and driving service excellence across multiple banking functions. Demonstrated success in strengthening delivering customer loyalty, expanding market share, and measurable growth through effective relationship management. Recognized as a trusted problem solver and collaborator who leads teams to exceed performance targets while enhancing customer experience. Dedicated to advancing operational efficiency and building lasting client partnerships that fuel sustainable business growth.

Overview

16
16
years of professional experience

Work History

Retail Operations Officer

Ecobank Kenya Limited
01.2025 - Current
  • Streamlining branch operations by monitoring compliance with documented processes, identifying inefficiencies, and ensuring adherence to approved policies.
  • Overseeing Central Account Opening & Management, ensuring data accuracy, timely updates, and seamless onboarding of new customers.
  • Acting as Risk Champion for the unit by proactively identifying operational risks, escalating issues, and supporting mitigation strategies to strengthen internal controls.
  • Enhancing customer experience by driving automation of manual functions, resolving transaction disputes promptly, and maintaining uninterrupted business continuity through BCP measures.
  • Coordinating branch support through effective communication, cash management oversight, staff training, and implementation of audit recommendations.

Payments Operations Officer

Ecobank Kenya Limited
03.2023 - 12.2024
  • Spearheaded reconciliation of 500+ monthly KRA transactions, strengthening compliance accuracy and ensuring timely regulatory reporting.
  • Facilitated seamless system migrations by meticulously cleaning up account data, minimizing disruptions and ensuring data integrity.
  • Delivered expert operational support to branches and departments by processing static data updates and swiftly resolving account issues.
  • Optimized branch account opening processes by eliminating bottlenecks, accelerating turnaround times, and enhancing customer experience.

Card Operations Officer

Ecobank Kenya Limited
11.2022 - 03.2023
  • Implemented efficient chargeback dispute resolution for ATM, POS, and web transactions, ensuring accuracy and customer satisfaction.
  • Resolved high-volume complaints related to Cards, ATM, Mobile, and E-commerce channels, restoring customer trust and loyalty.
  • Provided daily reporting on card production and fraud activities, contributing to fraud prevention efforts.
  • Ensured uninterrupted digital service delivery by monitoring ATM and Mobile network uptime.
  • Reviewed charges across digital channels, preventing revenue leakages and enhancing financial efficiency.

Relationship Officer

Ecobank Kenya Ltd
01.2018 - 10.2022
  • Maintained 100% compliance with KYC regulations, mitigating risk and ensuring adherence to banking standards.
  • Consistently delivered targets by capturing over 75% of clients' wallet share, demonstrating strong business development skills.
  • Implemented targeted marketing initiatives based on market and economic trends, driving customer acquisition and portfolio growth.
  • Strengthened customer loyalty through tailored financial solutions, deepening relationships and boosting retention.

Assistant Branch Operations Manager

Ecobank Kenya Ltd
11.2015 - 12.2017
  • Coordinated cross-functional teams to resolve complex operational issues, showcasing strong problem-solving and collaboration skills.
  • Fostered client loyalty and business growth through excellent relationship management, creating opportunities for cross- and up-selling.
  • Developed and implemented effective sales strategies that contributed to achieving revenue targets in both the short and long run, demonstrating strategic thinking and a results-driven approach to business operations.

Customer Service Officer

Ecobank Kenya Ltd
01.2015 - 10.2015
  • Resolved exceptional investigations and inquiries, collaborating across functions for swift issue resolution, enhancing customer satisfaction and loyalty.
  • Ensured the optimal performance of staff by providing supervision, training, and motivation, resulting in improved service delivery and higher customer satisfaction ratings.
  • Implemented strategies including sales calls, presentations, and customer service management, leading to higher business acquisition and retention rates, and enhancing overall branch performance and profitability.

Teller

Ecobank Kenya Ltd
01.2010 - 12.2014
  • Played a key role in mobilizing deposits to bolster branch profits.
  • Supervised general reconciliation and control tasks, ensuring the accuracy and timeliness of transfers and cash transactions.
  • Identified and communicated potential cross-selling opportunities for simple products like fixed deposits and cards to sales representatives during non-peak transaction periods.
  • Contributed to improving overall customer experience by evaluating and implementing service enhancements at the financial center.

Customer Care Agent

Stanbic Bank Kenya
09.2009 - 11.2009
  • Contributed to gathering KYC documents, addressed customer inquiries, suggested banking products and services, and facilitated the initiation and opening of new accounts.

Education

Certificate - Counselling & Psychology

PAC University
01.2022

Bachelor of Business Information Technology - undefined

Africa Nazarene University
01.2009

Certificate - Microsoft Office applications

Institute of Advanced Technology
01.2006

Skills

Service Excellence & Client Care

Interests

Reading inspirational books, Computing, Organizing events meetups, Traveling, Participating in social causes, Children Ministry

Awards

Customer Service Excellence: Twice recognized as top customer service champion (2018 & 2021) for personalized service, cross-selling, and client engagement., Financial Impact: Contributed to KES 13M profit in FY 2020–21, securing 25% of branch deposits and acquiring 30% of new clients., Branch Leadership: Nominated for Best Branch of the Year; ensured policy compliance and earned a satisfactory audit rating., Regional Recognition: Awarded second runners-up for Best Employee in Nairobi East (2015) while serving as a customer service representative., Cost Optimization: Reduced branch costs by 15% through energy-saving initiatives as a Bank Teller., System Migration: Led successful transition from Equinox to FlexCube banking system with minimal disruption., Client Engagement: Launched care calls initiative, boosting product uptake and customer referrals., Customer Experience Award: Received certificate of recognition for consistently exceeding service expectations.

Timeline

Retail Operations Officer

Ecobank Kenya Limited
01.2025 - Current

Payments Operations Officer

Ecobank Kenya Limited
03.2023 - 12.2024

Card Operations Officer

Ecobank Kenya Limited
11.2022 - 03.2023

Relationship Officer

Ecobank Kenya Ltd
01.2018 - 10.2022

Assistant Branch Operations Manager

Ecobank Kenya Ltd
11.2015 - 12.2017

Customer Service Officer

Ecobank Kenya Ltd
01.2015 - 10.2015

Teller

Ecobank Kenya Ltd
01.2010 - 12.2014

Customer Care Agent

Stanbic Bank Kenya
09.2009 - 11.2009

Bachelor of Business Information Technology - undefined

Africa Nazarene University

Certificate - Microsoft Office applications

Institute of Advanced Technology

Certificate - Counselling & Psychology

PAC University

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RACHEL MURIITHICustomer Service & Operations Specialist